Desktop Support Technician – HigherEdJobs

May 31, 2024

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Job Description

Job Posting Number: S395NE

Class Title: Staff

Grade/Range: $85,000 -

Close Date: 06/13/2024

Duties and Responsibilities

  • Provides technical
    support for end-user devices (laptops, printers, tablets, mobile devices) and peripherals, software, network printers,
  • Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software
    break/fix activities.
  • Set up and configure new end-user equipment, including desktops, laptops, mobile devices, printers, VoIP
    phones, and other peripherals.
  • Stages newly purchased Apple devices, including initial setup, system, and application software
    installation, user data migration, and basic instruction of users as needed.
  • Documents all changes in the ticketing system to ensure
    all asset and configuration information is up to date.
  • Investigate and resolve all connectivity issues related to end-users as well
    as site infrastructure IT equipment.
  • Proactively ensure the highest levels of systems and infrastructure
  • Ensures that hardware and software systems are functioning properly and that operation standards are
  • Maintain communications with customers during the problem-resolution process.
  • Ability to communicate effectively with
    all levels of the business, including peers, technical management, and external vendors.
  • Resolves problems with desktop hardware and
    standard software applications, including computers, monitors, and peripherals.
  • Assist with projects and tasks outside of day-to-day
  • Routinely contributes to IT documentation and Knowledge Base
  • Record, track, and escalate
  • Software installation and troubleshooting
  • Performs preventive and scheduled maintenance to the classroom and
    instructional computers, faculty, and staff computers.
  • Other duties as assigned.


Bachelor’s degree in information technology, Information Systems, Computer Science, or another relevant degree


  • Minimum of two (2) years working in Tier II support
  • A+ or Net+,
    Apple/Mac Certifications, or JAMF Certs are preferred.

Knowledge Skills and Abilities

  • Expertise
    with Windows OS, macOS, iOS, JAMF, Microsoft Office, and Adobe Creative Suite.
  • Knowledge of Win 10, Office 365, Teams,
  • Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly
    and effectively in emergencies.
  • Must be able to instruct, direct, guise, and share information with technical and non-technical

Conditions of Employment

Please be advised, COVID-19 vaccinations are strongly
encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to


The position is on-site; may qualify for some remote hours.

Bowie State
University offers an excellent benefits package! This includes tuition remission including eligible dependents; choice of medical/vision
plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, and life insurance, training and development, EAP; and as
eligible generous leave package including sick/bereavement, annual, personal; and winter and spring breaks.

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